2023 Customer Awards: Fortinet - Best-in-Class: Community

2023 Customer Awards: Fortinet - Best-in-Class: Community



Company: Fortinet

Company background: Fortinet have been using Khoros for Communities since 2021, after combining multiple support channels into one source of customer knowledge.

Contact: Kate McMillan

Title: Senior Service Technology Manager

Related URLs: community.fortinet.com

Kudos Category: Best-in-Class: Community

1. Describe the organization's objectives in launching a Khoros community. What is the use-case and purpose of your community (support, enablement and learning, marketing awareness, customer success, driving sales, product innovation, etc.)? Has the community charter evolved since its launch, and if so, how?
Our main objectives were to amalgamate support knowledge into one place, make it easier for our customers to self-serve support, and provide a place for collaboration and discussion for our growing customer base.

By combining support knowledge from multiple silos into a single location, customers know where to find what they're looking for and get the answers they need. 


We've evolved to be an extremely Knowledge Base heavy platform - although the Forum remains strong too.  With a large number of Fortinet support engineers globally, we're able to harvest a wealth of complex technical knowledge and our aim is to get that knowledge customer-ready as soon as possible so that the maximum number of customers can benefit from it. The Knowledge Base has become a living, breathing part of what we do daily, and our team of Technical Writers are both detail-focused and enthusiastic about getting as much knowledge 'out there' as possible. 


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2. How did the community get brought to life? Was there executive/business/stakeholder buy-in? What was the process to gain this buy-in? How was cross-functional support and organizational adoption achieved?
We have had a huge amount of support and buy-in from across the business. Working with Khoros through the Community workshops really helped to clarify where we wanted to get to, and we used this story to gain support for our journey from across Fortinet.


We continue to work with all of our global support locations to promote the value of Community, of reusing knowledge, and of encouraging customers to search for answers. If our customers can quickly find solutions to their issues because someone has asked a question before, everyone wins.

3. What were the results? More revenue generated, a reduction of costs, improved customer experience, more innovation, etc.? Tell us how Khoros helped you achieve those results. Please include quantifiable metrics if possible.

We have created a single destination for support knowledge for our customers - . visitor numbers are beyond our expectations (30 million page views and counting), and we  have seen significant growth in the 18 months since the Community launched. Our Knowledge Base has grown by over 40% and we're seeing stabilising case numbers alongside rapid growth across the business, demonstrating the role that these articles play in helping our customers to help themselves.


We've also seen a 45% increase in member logins year on year, which is a great indicator of the work we're doing to encourage participation, peer to peer conversations and active sharing within Community. 


By gamifying the knowledge creation process, we've been able to engage engineers and encourage the capture of reusable knowledge within community. Our 'First Birthday' badge among various initiatives has helped to keep fresh knowledge on the platform and promote the knowledge-centered culture we're striving for. 

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The community site has since its inception helped so many customers to share problems in our forums, so we could solve them together as one community.
With the continually improving content, the community platform's capability to self-help makes it the go-to site for solving FortiProblems.

Fortinet community is a single portal for all Fortinet documents and knowledge base articles . The user interface is appealing, and it is simple to search for and locate articles. Self-help tool that is easy to use.

Fortinet Community Portal is a one-stop for all Fortinet Documents/articles.
It's a free portal for all licensed and unlicensed customers. There are community groups and forums where one can get their answers instantly. 

Lastly, the interface is very user friendly. 

Community is our knowledge management portal; Ever since the launch we are seeing a positive traction in terms of usage both internal and external. 

I am sure there will be lot more self-help topics which will get posted for better customer experience. 


Love the Community platform that allows customers to self-help and reduce the need to connect with support everytime they need some assistance! Love the way support has evolved and transformed with Community! 

The "Community Portal" is the hub between customers, customer support, engineering and product managers, providing analytics to drive future decisions. 

Team, stay motivated, stay fit, and keep doing good work.

A very usable common discussion & knowledge platform for everyone who love & use Fortinet products.

This is such a great platform where you can find a wealth of knowledge and tips. A must-have for anyone working on Fortinet solutions and willing to progress quickly.

Great platform with great content!

Inactive User

Great progress from older KB article repository to the Community!